How can bank staff see a member's screen safely?
GuidedView is a screen-sharing app for help over the phone, and for a bank or credit union the way it shares matters as much as what it shows. A staff member sends a one-time invitation by text or email while already on a call with the member. The member opens it on their phone or computer, confirms they are on a call with the person who sent it, and approves sharing; nothing appears before that. The staff member then sees the screen live in a browser but cannot tap, type or move anything, because GuidedView is view-only. Before typing a password, a one-time code or a card number, the member taps Pause, and only the member can resume. Each link works once, only the sender can view the session, and GuidedView does not record or store screen video.
Which member requests is screen sharing good for?
| Request | Where members get stuck | Pause before |
|---|---|---|
| Mobile banking enrollment | Finding the enroll option, matching account details, setting up login security | Creating a password and entering the code you send |
| Mobile check deposit | Camera framing, endorsement instructions, picking the account and amount | Capturing the check image, if they prefer |
| Card controls and alerts | Locking a card, setting spending or travel alerts, finding the card settings menu | Usually none |
| Payment app setup | Linking a debit card or account, confirming the right phone number or email | Card numbers and verification codes |
| Password and username resets | Reaching the reset flow, receiving the code, meeting password rules | The code and the new password |
| E-statements and documents | Finding statements, downloading a PDF, opting into paperless | Usually none |
One technical note: some apps protect sensitive screens from capture. Android's developer guidance describes a window setting that blocks screenshots and display on non-secure screens, and notes that legitimate screen-sharing apps are commonly misused in fraud. If your own app uses protections like this, some screens may not be visible to staff during a session. That is the app working as designed.
What about screen-sharing scams?
They are real, and any honest page about screen sharing for banks has to say so. The Federal Trade Commission describes tech support scammers who get people on the phone and ask for remote access to their computer, and it warns that no caller from a bank's fraud department will ever ask for a verification code. A member who has heard those warnings may hesitate when a bank asks to see their screen. That hesitation is good.
GuidedView's design lines up with that advice rather than working around it:
- Approval comes first. The invitation asks the member to share only if they are on a call with the sender right now, and nothing is visible until they approve.
- View-only. Staff can watch but cannot install anything, move money or change a setting on the member's device.
- Pause for secrets. Passwords and one-time codes can be typed while sharing is paused, so staff never see them.
- One-time links. A link works once and unused ones expire after 30 minutes, so an old invitation cannot be replayed later.
Legitimate staff never need to see a member's password or a one-time code. If anyone asks to see either, during screen sharing or not, the member should hang up.
No tool can stop a member from sharing with a scammer who calls them. What GuidedView can do is make the legitimate version easy to recognize: one link, during a call the member can verify, with the member in control of every tap.
How can a member verify that the call is really from you?
Build the verification step into your process so members never have to take a caller's word for it. The FTC's advice for calls about bank accounts is to contact the bank using the number on your statement, never a number the caller provides.
- Invite only on verified calls
Send GuidedView invitations only on calls the member placed to you, or after the member has hung up and called back.
- Call back on a known number
If your staff called the member, invite them to hang up and call the number on the back of their card or on their statement, then continue.
- Explain before sending
Tell the member a text or email from GuidedView is coming, what it will ask, and that they can decline.
- State the rule out loud
'I will never ask for your password or the code we send you. Tap Pause before you type either one.'
Members who receive an invitation they did not expect can read Is GuidedView safe? and decline it. Our guide to remote access scams is written for members, too.
What does GuidedView not replace?
GuidedView does not replace your authentication procedures, fraud controls, call recording, complaint handling or regulatory obligations, and it does not provide compliance advice. It has no connection to your core, your online banking platform or your card processor, and it does not store screen video. Confirm your institution's policies before staff use it with members. Technical details are on our security page, and each GuidedView account is $29.99 a month.
Questions
Can staff see a password if the member forgets to pause?
Yes. If sharing is active, whatever the member types is visible live, the same as if they were sitting beside you. That is why staff should ask members to tap Pause before any password, code or card number. GuidedView does not record the session either way.
Does GuidedView record sessions for disputes or audits?
No. GuidedView sessions are live only, and GuidedView does not record or store screen video. If your institution needs recordings or case notes, use your existing call recording and documentation systems, and note in the case that screen sharing was used.
Could a scammer misuse GuidedView?
Any screen-sharing tool can be misused if someone persuades a person to share. GuidedView requires the member to confirm they are on a call with the sender and approve sharing, links work once, and the viewer cannot control the device. Members should still verify the caller by calling the number on their card or statement.
Does it integrate with our online banking platform?
No. GuidedView has no integrations. The member shares their device screen, so staff can see your app, your website or the phone's settings without any connection to your systems. Nothing about GuidedView touches member accounts or transactions.
Do members need an account or pay a fee?
No. Members never sign up or pay. On a phone they install the free GuidedView app from the invitation; on a computer the invitation opens in a supported desktop browser with no download.
Sources
Third-party details were checked against these pages as of November 2, 2026. Products change, so confirm current pricing and features with each vendor.